Cyrano de Bergerac wasn’t a fake, Christian was. Roxane fell in love with a façade. She fell in love with a stand-in. 

When companies force employees to communicate mandatory, scripted responses, they’re creating a façade. It’s not real. The person speaking is a marionette, an actor.

Relationships don’t work well acted out, they work well when they are genuine. They work well when the participants are telling each other authentic stories because authentic stories build trust. 

Loyalty needs trust. When your dog follows you into a dark room, they do it because they trust you. They trust that you won’t let harm come to them. 

But it doesn’t take that much to break trust. A little poetic license here, a little poetic license there. Trust broken.  

While guardrails may be necessary to guide employees, scripts only serve to create mistrust and disloyalty. Let people be real. Let people be genuine. Let people tell authentic stories because real, genuine, authentic people create real, genuine, authentic relationships. And real, genuine, authentic relationships are what real, genuine, authentic customers deserve. 

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